Business Value Specialist - Connect, Customer Experience

Position: Business Value Specialist - Amazon Connect, Customer Experience
Description

Amazon Web Services | Cloud Economics

Are you a customer-obsessed business development leader with a track record of building new strategic motions and translating complex financial models into executive decisions? Do you have the depth to quantify the ROI of AI-powered contact center transformation - and the influence to drive customer commitment at the C-suite level? Are you energized by designing the financial models and methodologies that become the standard for how AWS sells AI adoption at scale?

Join the AWS Cloud Economics Connect team as a Business Development Manager.

As AWS and Amazon Connect continue to grow rapidly, we are seeking a Business Development Manager to join the Cloud Economics Connect team. In this role, you will design, build, and own the financial models and methodologies that power Amazon Connect's AI adoption motion - creating the economic foundation that enables AWS field teams to articulate the value of Connect Customer AI with consistency, rigor, and scale.

You will work directly with high-value Connect customers globally, partnering with cross-functional teams of AI Specialists, Customer Success Specialists, AI Architects, and Data Scientists who embed with customers in focused deployment cycles to compress time-to-value. Your models and methodologies will be the financial backbone of every customer engagement.

Key job responsibilities

- Design and build the core financial models and ROI methodologies used across all Amazon Connect AI adoption engagements, establishing a repeatable, scalable framework for quantifying the business impact of transitioning into Amazon Connect Customer AI.

- Develop customer-specific value hypotheses by assessing baseline contact center operations, AI optimization potential, and projected business outcomes - producing financial analyses that are rigorous enough to withstand CFO scrutiny and clear enough to drive executive alignment.

- Build and continuously refine a suite of ROI tools, playbooks, and benchmarks that enable value conversations at scale - multiplying your methodology well beyond direct engagements.

- Drive executive-level value presentations alongside AI Specialists, building alignment with customer CX and AI leadership on target-state economics, business objectives, and the financial bridge needed to close the gap between adoption and realized value.

- Define the measurement framework for AI optimization impact - establishing the methodology for quantifying containment rates from agentic self-service, handle time reduction from agent assist, contact deflection, and cost-per-serviced-contact improvement across a diverse customer base.

- Own the business development reporting framework, designing the metrics, models, and tracking methodology that measure program financial outcomes and inform product roadmap prioritization, program scaling, and executive business reviews.

A day in the life

The Senior Business Development Manager on the Cloud Economics Connect team is the architect of the financial models and methodologies that drive Amazon Connect's AI adoption. On a given day, you might be designing a new ROI framework for a strategic Connect customer, pressure-testing financial models against revenue neutrality constraints, or sitting alongside an AI Specialist in a VP-level customer meeting to walk through the economics of an AI adoption roadmap you built.

You turn contact center economics - containment rates, handle time reduction, cost-per-contact improvement, ARR impact - into financial models that are both analytically defensible and executively compelling. You think beyond the individual engagement - your goal is to build methodologies that scale, so that every AWS field team member can walk into a Connect AI conversation armed with the same rigor and confidence.

You don't wait to be asked - you identify the gaps in how we measure and communicate value, build the models that close them, and set the standard for the team.

About the team

The Customer Experience specialist team helps customers learn about and adopt Amazon Connect. We are one of the fastest growing AWS services and a leader in the Contact Center as a Service (CCaaS) category. As an AI-powered cloud contact center, Amazon Connect delivers a rapid pace of innovation that enables companies to unlock bar raising experiences for customers and agents at lower cost.

Basic Qualifications

- 3+ years of working with Business Application Technologies, including, but not limited to End User Compute (EUC), Supply Chain, Contact Center as a Service, Consumer Data Applications, Encrypted Communications, and/or Communication Developer Services experience

- 3+ years of solving problems with technology in the Global Financial Services Industry experience

- 3+ years of Go-To-Market, Business Development, Sales, or Consulting experience

- 3+ years of working with Advanced Compute technologies including, but not limited to:
Accelerated Compute, High Performance Compute, Visual/Spatial…